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Job description / Role
Call Center Agent - Customer Service - Kuwait
The Role:
As a Call Centre Agent you will conduct inbound and outbound activities within the Contact Centre in accordance with agreed instructions and procedures. You will answer and handle all feedback received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card) as well as handling all outbound activities (campaigns, surveys and marketing research). All the while you will work to promote Alshaya's Contact Centre Mission.
Specific responsibilities will include:
* Following the contact centre phone standards and scripts when conducting or receiving calls through the hotline
* Checking the voice message and comment card on a daily basis to ensure that no records or comment cards are left pending or opened
* Attending training courses scheduled by the supervisor / manager / training department
* Adhering to the monthly contact centre schedule and informing the supervisor about any changes in the schedule
* Registering staff hotline feedback whenever required.
As a Call Centre Agent you will conduct inbound and outbound activities within the Contact Centre in accordance with agreed instructions and procedures. You will answer and handle all feedback received from different contact channels and ensure they are registered in the respective records (CFS, FCR & Alshaya Card) as well as handling all outbound activities (campaigns, surveys and marketing research). All the while you will work to promote Alshaya's Contact Centre Mission.
Requirements
Qualifications & Requirements:
You will have:
* A diploma or equivalent level of education
* Fluency in English and Arabic, both spoken and written
* Knowledge of Microsoft Computer applications
* Excellent listening and time management skills
* The ability to handle the pressure of working within a fast-paced, high call-volume environment.
About Alshaya:
M.H. Alshaya Co. is a leading international franchise operator for nearly 90 of the world's most recognised retail brands including Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang's, The Cheesecake Factory, Victoria's Secret, Boots, Pottery Barn and KidZania. The company operates over 3,900 stores across diverse customer sectors: Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings and Leisure & Entertainment.
Alshaya's stores can be found in markets across the Middle East and North Africa, Russia, Turkey and Europe and the company employs more than 53,000 people from over 120 nationalities.
The company has established itself as the industry leader across these territories through a combination of local market understanding and a comprehensive commitment to customer service. Growth in each of its operating divisions and brands is supported by continuous investment in talent and infrastructure. It applies best practices in retail operations, merchandising, marketing, information technology, logistics, real estate, human resources and financial controls.
M.H. Alshaya Co. is the retail business of the Alshaya Group, which was founded in Kuwait in 1890 and today represents one of the most dynamic companies in the Middle East. In addition to its retail operations, the Alshaya Group is active in a number of other sectors including real estate, automotive, hotels, trading and investments.
About the Company
As a leading international franchise operator, with nearly 90 of the world’s most recognised brands in its portfolio, Alshaya Group brings great shopping, dining, leisure and hospitality experiences to millions of customers across the Middle East & North Africa, Russia, Turkey, Europe and beyond.
Alshaya Group is a dynamic multinational business and family owned enterprise with a consistent record of growth and innovation. For 35 years, Alshaya has been a pioneering force in brand franchising, using its exceptional knowledge and experience to expand at pace.
Our portfolio of well-loved international brands includes Starbucks, H&M, Mothercare, Debenhams, American Eagle Outfitters, P.F. Chang’s, The Cheesecake Factory, The Body Shop, M.A.C, Victoria’s Secret, Boots, Pottery Barn, KidZania and, coming soon, Hampton by Hilton.
From one retail franchise store opened in Kuwait in 1983, Alshaya Group has consistently grown and diversified and today offers customers an unparalleled choice of brands across multiple sectors; Fashion & Footwear, Health & Beauty, Food, Optics, Pharmacy, Home Furnishings, Leisure & Entertainment, and Hotels. A diverse, skilled team of 53,000 people from 120 nationalities support more than 4,000 stores, cafes, restaurants and leisure destinations, a growing online business and a commitment to delivering great customer experiences.